Dispute resolution analyst job description

Dispute Analyst Leads are true subject matter experts in their field and as such, will be a key point of contact and escalation within the department for complex dispute matters, including understanding regulations and Visa Core rules. In addition to understanding all aspects of the dispute resolution management process, Dispute Analysts will support their leadership team by identifying and implementing process improvements, monitoring daily workloads and ensuring that cases are assigned for review based on priority, work type, and available resources in order to maximize resource utilization rates and Client recoveries. Dispute Analysts may be asked to help support projects, client communication (email, chat, phone), or other tasks as assigned to assist with the team. This is an individual contributor role responsible for identifying and resolving issues of moderate complexity. This position is at an intermediate professional level and requires strong execution and analytical abilities. This role works independently and receives minimal guidance.
Essential Functions

Identify opportunities to optimize team performance and counsel staff and support staff (quality assurance, training, documentation) on dispute related matter in order to maximize resource utilization and service delivery quality

Provide subject matter expertise during internal and external projects and engagements

Monitor daily workload and allocate or assign cases based on priority, work type, and available resources

Incubate new services, processes, and new Client case work to ensure that programs are set-up correctly and working as expected

Review and approve high-dollar dispute claims for junior staff members

Facilitate or participate in monthly change control meetings

Analyze claimant transaction history, available online data, and leveraging knowledge of industry fraud trends to determine if claim is valid or fraudulent

Review evidence or case presented and leveraging Network (Visa, MasterCard, Regional Network, etc.) dispute resolution management rules to determine the validity of each claim and its potential for recovery

Assess claimant eligibility for access to affect funds during the dispute recovery process in accordance with US consumer laws if applicable

Utilize Network dispute process to attempt recovery on behalf of Visa DAS Clients, ensuring that disputes are submitted in accordance with Network Operating Regulations, and that all required evidentiary and technical conditions and requirements are met

Dispute Analysts will process all complex dispute types and reason codes

Open tickets and communicate system or settlement issues to leadership or internal partners

Stay current with industry and client trends and maintain a strong knowledge of Visa international Operating Regulations and Regulation E with regard to dispute processing.

Identify and analyze processing problem with customer impacts; communicates ongoing situation status to processing teams

Communicate via email and phone to Visa DAS Clients and Network associates as necessary

Potential domestic and international travel may be required

Work in a matrixed environment

Work off business hours as required

This is a hybrid position. Hybrid employees can alternate time between both remote and office. Employees in hybrid roles are expected to work from the office two days a week, Tuesdays and Wednesdays with a general guidepost of being in the office 50% of the time based on business needs.

J.S. Held is a global multi-disciplinary consulting firm with over 90 locations worldwide. We are highly committed to all members of our community, both employees and clients. Our organization focuses on promoting a sense of community and inspiring our people to achieve results that exceed goals.

J.S. Held is actively seeking a Consultant for the Construction Advisory Team, specializing in Claims and Dispute Resolution in the Atlanta, Georgia area. This position is for a professional who has knowledge or experience with contract and/or change order management, critical path scheduling analysis, preparation of change orders or claims, cost estimates, review of drawings and specifications.

Job Responsibilities:

• Schedule Analysis
• Loss of Productivity/Efficiency Analysis
• Scope Change Assessment
• Calculation of increased material and/or labor costs
• Extended General Conditions Analysis
• Cost Estimating
• Lost Profit Analysis
• Drawing Review

Attributes & Background:

• Microsoft Office - Advanced skills preferred, especially in Excel, Word, and Powerpoint
• Bluebeam, Adobe, or other PDF management software
• Scheduling software - Microsoft Project or Primavera Products
• Bachelor's degree in Construction Management or an Engineering discipline such as Structural, Civil, Electrical, MEP etc.
• 1-4 years experience with engineering or construction firms, or a construction claim/dispute firm

• Passed Fundamentals of Engineering (FE) exam or on track to take the Principles and Practice of Engineering (PE) exam or have obtained Professional engineering license preferred

Character Requirements

• Communication : Effectively communicates at all organizational levels, both in writing and orally. Maintains confidentiality of clients and the firm.
• Project Focus : Sees things through to completion, deals effectively with potential obstacles and exhibits the flexibility to adapt to whatever a situation calls for. Work is completed within designated timeframes. Takes proper action when time frames cannot be met to assure the work of others is not compromised. Uses non-billable time effectively.
• Professionalism: Has a positive attitude, displays a sense of pride, enthusiasm, optimism and deep dedication for work with both clients and colleagues. Is a self- motivator, willing to take on new challenges. Takes responsibility for increasing his/her own skills.
• Teamwork: Works well within a team of other professionals;
• Quality of Work: Has strong work ethic, taking care to produce accurate work. Has mechanisms in place to check work and ensure the quality of work being produced is accurate and timely.

J.S. Held is dedicated to becoming the global leader in providing multi-disciplinary construction consulting services to the legal, construction and insurance communities. We specialize in property damage consulting, construction claims consulting, program & project management and dispute resolution services. J.S. Held is committed to recruiting and cultivating top industry talent to build a collaborative and diverse team of experts. Our consultants have a true understanding of how projects are planned and built based on years of practical construction and construction management expertise. We leverage this experience to provide local and cost-efficient solutions and an unrivaled client experience.

Some Of The Benefits We Have Are

J.S. Held not only cares about being the best in our industry, we care about our team. We’re a business that understands life can be fluid and so we flex to ensure we provide the environment to suit that.

• Our flexible work environment allows you to work remotely when needed
• Generous PTO policy
• Medical, Dental, and Vision Insurance
• 401K Match
• Commuter Benefits

EEO Statement

J.S. Held LLC provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, J.S. Held LLC complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

J.S. Held LLC expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of J.S. Held LLC employees to perform their job duties may result in discipline up to and including discharge.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

By submitting your application, you acknowledge that you have read the J.S. Held Online Privacy Notice and hereby freely and unambiguously give informed consent to the collection, processing, use, and storage of your personal information as required and described therein.

Please explore what we’re all about at www.jsheld.com. We are proud to be an EEO/AA employer.

#LI-JB1

We are looking for a Card Resource Center Dispute Resolution Analyst 3 to process debit and credit card chargebacks, research and resolve Member dispute claims of fraud and/or error, and maintain thorough knowledge of Visa rules and regulations. Concludes activities regarding Reg E and Reg Z signature based card disputes. Maintains a thorough working knowledge of credit and debit card products, procedures, regulations, and all aspects of the Card Resource Center.
This position is based in La Habra, CA.

We offer hybrid remote work opportunities for some positions. Please inquire during interview!

Why Work at CU SoCal?

Besides being a part of a great team that is dedicated to building better lives for our team members and Members, we offer competitive pay, great health benefits and a culture like no other!

We are one of the fastest growing credit unions and is more than just a place to work. It's a place where people come before profit, a place where you can build a career that's more than a job, and where the work you do has meaning and purpose

Our Culture and Values

We are a purpose driven organization. Purpose mobilizes people in a way that pursuing profits never will. Our purpose ignites passion within our team members and inspires trust from our Members. This makes a winning combination.

We are more than a place people bank. Our industry is filled with people who can count. At CU SoCal, we are people others can count on.

We work hard, play hard, and laugh along the way. We recognize that every single one of us is a valuable contributor. We have a strong culture of learning and accountability in a collaborative, team environment.

We're a team of passionate, committed professionals dedicated to the same goal: Build Better Lives Through Exceptional Member Experiences, Every Time.

+ Initiates and completes the dispute process including charge backs. Evaluates dispute responses; process Pre-Arbitrations, Arbitrations, Pre-compliance, and Compliance cases to Visa within accordance to their rules, regulations and timeframes.

+ Manage dispute claims through entire dispute cycle from initial cardholder notification until final resolution.

+ Asses Member dispute information and documentation received and make independent decisions for appropriate action to be taken within regulatory and procedural guidelines.

+ Discusses and notifies cardholders of possible courses of resolution with the use of a deep understanding of Visa's rules and regulations.

+ Protects the Credit Union against controllable losses. Maintains full knowledge of Visa Rules and Regulations pertaining to Debit and Credit Cards entire dispute process.

+ Communicates and guides cardholders through the course of a dispute.

+ Operates and processes disputes according to Visa Regulations to protect the rights of the cardholder and the Credit Union.

+ Completes all aspects of general ledger reconciliation for card exceptions, chargeback recovery, and fraud losses.

+ Maintains strong knowledge of Symitar, and card related systems which includes but is not limited to Springboard/Bluezone, Cardholder Maintenance, Data Navigator and Ensenta.

+ Responds to external and internal Member inquiries related to Card Resource Center.

+ Train/assist Card Resource Center Representatives 1, 2, 3 and assume responsibilities as needed.

+ Performs other duties as assigned.

Minimum Qualifications

+ High School Diploma or equivalent.

+ 3+ years experience in a Card Resource Center environment.

+ Working knowledge and awareness of Visa's Regulations and operational changes.

+ Understands Regulations E and Z and the dispute process and requirements.

Preferred Qualifications

+ Experience working at a credit union or within the financial services industry.

+ Previous experience working as a fraud analyst and/or working knowledge of Fiserv and FIS is helpful.

+ Current CA state driver's license, reliable transportation, and current state liability auto insurance

Skills and Abilities

+ Working knowledge of Microsoft Office applications, specifically Outlook, Word, and Excel.

+ Display positive behavior and maintain a professional image with credit union Members, staff, management and board.

+ Stays current on payment industry trends.

+ Ability to work within deadlines and under pressure.

+ Excellent organizational and time management skills with the ability be able to handle multiple tasks concurrently.

+ Effective communications skills.

+ Basic typing on-line data entry skills.

+ Basic accounting and 10-key skills.

CU SoCal is an equal opportunity employer. All decisions are based only on the individual's qualifications/ability to perform the work. The above statements are intended to describe the essential functions, nature and level or work to be performed as of the document preparation date; they are not intended to be an exhaustive list of all duties and responsibilities. CU SoCal reserves the right to modify this job description at any time, without notice.

We foster an environment and culture where ideas and decisions from all people help us grow, innovate, and fulfill our mission of Building Better Lives.

External Company Name: Credit Union of Southern California

External Company URL: cusocal.org

Street: 901 East Whittier Boulevard